Artificial intelligence (AI) is changing the way consumers connect with each other and how they interact with companies. As a leading cable and technology provider, Comcast is utilizing AI to develop new technology that improves customers’ overall experience and the service they receive.
Piers Lingle, Comcast Senior Vice President of Customer Experience Product, recently talked to some of the company’s customers in Washington about the digital platforms that his team has created to make interacting with Comcast easier. Lingle himself was raised in nearby Bellevue, Wash. for a portion of his childhood and still has connections to the region, giving him firsthand knowledge of the standards of customer experience needed to affect our local community.
“Customers in Puget Sound have come to expect technology to be a part of their lives. My team consistently works to develop useful digital platforms that fulfill the needs of consumers in tech savvy regions like Washington state,” noted Lingle.
Lingle and his team look at the different ways that Comcast can use AI and other technologies to identify opportunities to help customers get the most out of their service. They do this by looking at customer experience interaction in three key ways, responsively, interactively, and proactively, and develop digital tools to meet each of those needs.
“As a tech company, we try to be creative helping customers,” explains Piers. “How can we use technology to identify challenges customers experience, and help them get the most from their service?”
Here’s how Comcast is using the latest AI and intuitive technology to build digital tools that help customers manage their services:
X1 Platform & Voice Remote – The Comcast X1 voice remote uses AI to understand what customers are saying, interpret those commands, and access the content they are looking for in real time. X1 is a unique, integrated experience that provides customers access to all of their preferred entertainment in one place on their television, with voice control and without the need to switch inputs or change remotes. (Live, VOD, DVR, web video, Amazon Prime Video, Netflix, YouTube, Pandora, NPR, Sling International, and iHeart Radio.)
Recognizing thousands of commands – including Spanish – and learning from user preferences, X1 presents new content based on a customers’ interests, including television shows, news, music, sports and more. Customers can say “Teach me more” into their remote and learn tips and tricks, answers to their questions and how to make their experience with X1 better. And, for people with disabilities, the X1 Voice Remote, combined with the Talking Guide, eliminates barriers to enjoying their favorite content.
RealTime Assist – Lingle’s team knows how stressful moving can be and created an experience to ensure customers received real-time helpful information about their move right to their mobile phone. The RealTime Assist platform proactively messages customers information relevant to their move such as how to prepare for their installation, when their appointment is, or that a technician is on the way to their house. Short instructional videos are also included when helpful.
After receiving positive customer feedback on the RealTime Assist messages for moves, the team expanded into other customer experiences – installation, repair, network maintenance, equipment updates and more. In 2018, more than 10.7 million customers received service-related text messages to give them the real-time information they need.
Xfinity Assistant – Realizing customers also value two-way dialogue, Comcast created a virtual assistant that uses machine intelligence and natural language understanding to deliver informed, personalized customer service solutions. “When you start reaching out to customers, you realize customers want to talk back,” Lingle says.
Xfinity Assistant lets you ask questions about your service or respond to service-related texts to find quick, easy solutions. The Xfinity Assistant is constantly getting smarter, learning from what’s asked and which solutions resolved customer issues.
The Xfinity Assistant has reached 4.2 million customers through customer platforms like SMS text, the xFi and My Account mobile apps and Facebook Messenger (through the Xfinity Facebook page); the program will also continue to expand across other preferred consumer platforms.
In Washington state, approximately 116,000 customers interacted with Xfinity Assistant in 2018. Combined with RealTime Assist, more than 700,000 Washington customers have benefited from these technology-based customer service and experience channels.
These are just a few examples of ways Comcast is listening to customers and using AI, machine learning and digital tools to improve their experience and serve them in their preferred channels.
For more information, visit the company’s website at https://corporate.comcast.com/